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Managing Project Communications

Managing, controlling and monitoring the nature of project information and new communication directives with team members and project stakeholders to ensure the information needs are met.
Level 1 Introductory: Demonstrates introductory understanding and ability and, with guidance, applies the competency in a few, simple situations. Can direct people to the appropriate source for further information.

BEHAVIORS

  • Prepares basic communication materials such as minutes or emails.
  • Prepares components of a communication plan such as the stakeholder register and RACI chart.
  • Supports the development of a communication plan for a project.
  • Distributes communications plans to stakeholders and team members, as required.
  • Ensures the communications plan is followed.
  • Directs team members to communication resources and templates.
  • Identifies the roles and responsibilities of project stakeholders.
  • Identifies the benefits and challenges associated with different communication vehicles.
  • Maintains a relationship with stakeholders to ensure continued support for the project.
  • Review stakeholder expectations throughout the project to ensure they are being met.
  • Communicates with stakeholders about project milestones and status.

QUESTIONS

  • Describe the methods used in your last few projects for distributing information and gathering feedback.

Probing Questions

* Why were those methods used?

* What is your preferred means of communications?

* What are the benefits of these forms of communication?

* How do methods vary from project to project?

* Are there situations when one form of communication works better for you?

  • On a project when you interacted directly with a stakeholder or team member, describe a time when you attempted to resolve an issue yourself.

Probing Questions

* What was the issue you tried to resolve?

* Why was this an issue for the stakeholder or team member?

* Who did you have to interact with to resolve the issue?

* Were you able to resolve the issue?

* At what point should you escalate?

Level 2 Basic: Demonstrates basic knowledge and ability and, with guidance, can apply the competency in common situations that present limited difficulties.

BEHAVIORS

  • Prepares internal communication materials.
  • Contributes to the development of a communication plan.
  • Reports on project performance.
  • Selects communication tool-set and methods based on message and stakeholder requirements.
  • Uses various communication vehicles to disseminate messages.
  • Follows up with the project team and stakeholders to ensure messages were interpreted as intended.
  • Identifies communications requirements specific to each stakeholder.
  • Conducts various meetings such as Kickoff, Planning, Review, Demonstrations, Closeout and Post-Mortem/Lessons Learned.
  • Documents stakeholder needs for the project.
  • Communicates project plans including budget and schedule with project members and stakeholders.
  • Provides ongoing conflict resolution between team members (confronting, compromising, smoothing, forcing & avoiding).

QUESTIONS

  • For your last few projects, describe the milestone meetings that you regularly hold.

Probing Questions

* What was your role in each of these types of meetings?

* Why were those meetings selected?

* Which meetings were the most successful?

* What is your style for leading those meetings?

* What feedback do you look for?

  • Describe a time when you had to resolve a conflict between team members.

Probing Questions

* What was the issue?

* Who was involved?

* How was the conflict resolved?

* Was the conflict resolved?

Level 3 Intermediate: Demonstrates solid knowledge and ability, and can apply the competency, with minimal or no guidance, in the full range of typical situations. Would require guidance to handle novel or more complex situations.

BEHAVIORS

  • Conducts stakeholder analysis and consultations to gain buy-in and identify needs.
  • Seeks agreement and approval from stakeholders and sponsors.
  • Documents agreement with the sponsor.
  • Prepares external communication materials (e.g., advertisements, press releases.)
  • Prepares a communication plan.
  • Prepares written communication for internal and external distribution.
  • Translates communication strategy into specific messaging.
  • Develops escalation procedures for communication issues.
  • Survey stakeholders periodically and analyzes the results of their feedback.

QUESTIONS

  • Describe a time when you negotiated a win-win situation.

Probing Questions

* What was the situation?

* What were the challenges to the situation?

* How did you overcome the challenges?

* What were the benefits of the solution?

  • Describe a time when your communication skills helped you to deal with a difficult stakeholder or team member.

Probing Questions

* Who was involved?

* What was the difficulty?

* What skills did you employ to deal with the situation?

* What was the outcome?

* How would the other party describe your relationship today?

Level 4 Advanced: Demonstrates advanced knowledge and ability and can apply the competency in new or complex situations. Guides other professionals.

BEHAVIORS

  • Acts as a spokesperson on behalf of project stakeholders.
  • Reviews the communication plans for each project, assessing the impact they have on one another.
  • Translates the strategic goals of multiple projects into tactical and operational activities.
  • Develops contingency plans to address miscommunication of messages.
  • Optimizes the use of communication vehicles across multiple projects.
  • Engages with stakeholders and project sponsors to develop new projects.
  • Manages stakeholder priorities when groups have competing or conflicting goals.

QUESTIONS

  • Tell me about a time when you had to deal with a dissatisfied customer or stakeholder.

Probing Questions

* Why was the stakeholder or customer dissatisfied?

* What was your role in the situation?

* How did you deal with the situation?

* What was the outcome?

* What was the impact on future communications?

Level 5 Expert: Demonstrates expert knowledge and ability, and can apply the competency in the most complex situations. Develops new approaches, methods or policies in the area. Is recognized as an expert, internally and/or externally.

BEHAVIORS

  • Provides guidance on the translation of the strategic goals of multiple projects into tactical and operational objectives.
  • Establishes communication processes and procedures for portfolio governance.
  • Acts as spokesperson on behalf of the organization for programs or portfolios.
  • Engages regulatory agencies to gain buy-in on large or strategic projects.

QUESTIONS

  • Give an example of a time you acted as a spokesperson for a project or provided overviews or demonstrations to third parties to gain buy-in or obtain approval.

Probing Questions

* What was the project?

* What was the role you played?

* What meetings or demonstrations were held?

* How were other team members involved?

* How was the project received?